Correspondence

Chapter - 2

“ Communication by exchanging letters”

Contents
2.1 Memos
2.2 Letters
2.2.1 Business Letter Format
2.2.2 Types of Letters
- Acknowledgement letter
- Apology letter
- Appreciation letter
- Circular letter
- Complaint letter
- Confirmation letter
- Cover letter
- Enquiry Letters
- Order letter
- Payment request letter
- Recommendation letter
- Resignation letter
- Sales letter
2.3 Using Emails
2.1 Memos
• The word ‘memo’ is an abbreviation of ‘memorandum’ (meaning ‘reminder’)
• Memorandum (singular) Memorandums/Memoranda (Plural)
• An official note from one person to another in the same organization
• Less formal than a letter
• Memos are often used to:
- inform others about a new or changed policy, procedures, organizational details
- announce meetings, events
- present decisions, directives, proposals, briefings
- transmit documents (internal)
- Depending on the purpose they can be short/long
• Memos help to bring attention to problems and they solve problems.
• Memos are concise, they use brief sentences, and paragraphs.
Memo Format
MEMO
TO:
FROM:
DATE: Head
SUBJECT:

………………………………………………………………………………………..
…………………………………………………………………………………………

………………………………………………………………………………………… Body
…………………………………………………………………………………………

Name in short

CC:
Attachment: Tail
Parts of Memo
• Head
-To (Name and designation of the recipient)
- From (Name and designation of the sender)
- Date (Complete and Current)
- Subject (Topic of the memo)
• Body
- Introduction
- Main points
- Close
- Signature
• Tail
- CC (persons who might be receiving copies of memo)
- Attachments (lists, diagrams, pictures, tables and other information)
 MEMO

th g
win
TO: All Staff, ABC C

t
for e
ma
Sh o
FROM: Ravi Chitrakar, General Manager
Date: 18th October 2020
Subject: Participating in upcoming book fair
Our company will be participating in the Nepal Education and Book Fair 2020 from 20 to 25 at Bhrikuti
Mandap, Exhibition Hall, Kathmandu. We will set up our stall in the early morning of May 10 and we will be
involved in this big event in a big way this year.
Except for some staff in the sales department, everyone has been assigned specific tasks at the fair. They
should report directly to our stall at Bhrikuti Mandap during the period of the fair.
Please review the attachment for your role in the fair.
rc
CC: Hari Joshi, CEO
Attachment: Book fair task for individual staff
 Memo
To: All staff
From: Ram Joshi, the Manager
Date: May 27, 2020
Subject: Suggestions to Economize the Operating Cost
It has come to my attention that there has been unwise use of paper, electricity and other office
materials in our company resulting the high operating cost. In order to bring about a balance between
the market price and the operating cost of the company, We have to minimize in using paper and
electricity. Unless we bring a perfect balance, we have to decrease the number of staff in the office.
Saving electricity can also help us manage the office to a larger extent. Similarly, we should be more
economical in using printing papers. While printing the documents we can use both side and with small
fonts as well.
By the same token, we can also be economical in using stationary items. When the office is off, it is
imperative to switch off the mains. Instead of dispatching letters and memo, it is better to send
messages through email and other electronic mediums. It will also help us to save paper and ink to
some extent.
My point is that we should use materials and electricity wisely to bring about positive outputs. I think
conscious use of resources may help to minimize the operating cost.
rj
The Manager
 Memo
To: All Staff, ABC Company
From: Sita Joshi, the Manager
Date: September 17, 2022

Subject: Tobacco Use Policy

From December 25, 2022, a company wide ban on the use of tobacco products will go into effect. The
purpose of this policy is to promote a healthy workforce and work environment.
Employees and visitors will not be allowed to use cigarettes, cigars, pipes, or smokeless tobacco
anywhere on the company ground, including the parking lot and parking garage. In addition, tobacco
use will not be allowed in company vehicles or in personal vehicles parked on the company ground.
The detailed tobacco use policy can be found in the policies folder at the company website. Please
contact Ms. Bimala in Human Resources if you have questions regarding this policy. Her telephone
extension is 234. You can also contact her at [email protected].
rj
Cc
Anish Bhandary Thebe, Director General
 Memo
From : All Staff, ABC Company
To: Mr……, the Supervisor
Date: September 17, 2017

Subject : Poor Working Environment

We wish to express our concern regarding the bathroom facilities in the office. There is only one rest room in
our department, so we have to face problems being in queue in the rushing business hour. Similarly, due to
the congested room we have found it difficult to manage things. The computer table too is short to work on it
effectively and comfortably.
As our department is in the basement, it is rather cold and gloomy in the absence of sunlight. We therefore,
expect the proper management of central heating system and electricity so that we will be motivated to
perform our duties and responsibilities effectively.
We, the undersigned hope that you will take swift action and help us work smoothly and effectively. We will
be happy to cooperate in any way we can.

Best Regards,
Sony Gautam, Employee Representative
(On behalf of all staff, Goods Delivery Department)
2.3 Using Email
• Electronic mail
• Message is sent/received through the internet
• Email applications: Gmail, Yahoo! and Hotmail

• Easy, immediate (only a few seconds) and cheap

• Attach documents, reports, images etc.
• Can be sent to more than one recipients
 …
• Emails have become the
commonest form of
communication inside and
outside of an organization,
• Replacing letters and or memos
• Free, fast, secure and
confidential
• Quicker feedback
• Formal as well as informal
purpose
• We can attach documents as
well
Importance
• Saves money
• Saves time
• Instant response
• No need to speak to recipient
• Messages can be marked as urgent
• Messages can be read as convenient
• Incoming messages are saved
• Emails reduce volume of paper
• Can be sent to many recipients
• Forward the information
Tips for writing effective email messages
• Keep business and personal email separate.
• Think twice before you hit “send.
• Proofread before you send.
• Keep private information confidential.
• Write informative subject lines.
Four Point Plan For Structuring Email
Messages

I- Introduction
D- Detail
A- Action
C- Close
1. INTRODUCTION (Background and Basics)
-Why are you writing?
-Set the scene.
-Maybe refer to a previous letter, contact or document
2. DETAILS (Facts and Figures)
-Give information/instructions.
-Ask for information.
-Provide all relevant details.
-Separate into paragraphs.
..
3. RESPONSE or ACTION (Conclusion)
-Action the reader should take.
-Action you will take.
-Give a deadline if necessary
CLOSE (A simple one-liner)
-Sometimes all that is needed is a simple one-line closing sentence.
Useful phrases
Subject lines
1."Meeting request regarding... "
2."Request for an informal meeting“
3.Inquiry regarding… “
4."Follow-up needed regarding… ”
5. Staff Meeting
6.Faculty Meeting
7.Club Meeting
Starting lines
• I hope this email finds you well.
• I hope you are well.
• I hope all is well.
• I hope you had a good weekend.
• I hope you had a great trip.
• Hope you had a nice break.
• Hope you're enjoying your holiday.
• It was a pleasure to meet you yesterday.
Reason of the email

• I am writing to you about our last meeting/your presentation yesterday/our

next event.
• I am writing to you with regards to/regarding/concerning/in connection with...
• I am writing to ask/enquire/let you know/confirm/check/invite you to/to
update you on/ask for a favor...
• I am writing you to follow up on...
• I am contacting you to inform...
• I am reaching out because...
• This is just a quick note to...
• This is just a quick reminder...
Replying

• Thank you for your email about...

• Thanks for your email this morning/yesterday/on Wednesday/last
month...
• Thanks for your feedback on/your invitation/your suggestion
• Thanks for sending/asking about/attending
• Thanks for your quick reply.
• Thanks for getting back to me so quickly.
• Thank you for reaching out (to me).
Apologizing

• Sorry for my late reply.

• Sorry that it took me so long to get back to you.
• I apologize for the late response.
• Sorry it’s been so long since my last email.
• I was sorry to hear about...
• Please accept our apologies for any inconvenience caused.
Making a request

1.“Please fill this form out by… ”

2.“Can you possibly… ”
3.“If possible, could you send me… ”
4.“It would be greatly appreciated if you could… ”
5.“Would you kindly respond by… ”
6.“Please let me know what your thoughts are on this”
7.“Is this course of action okay with you?”
8.“Please let me know if I have the green light on this”
9.“Would you please clarify… ”
10.“Could you please send me further details regarding… "
11.“Would you mind explaining that again?”
Attachments and information

1.“Please see the following attachments”

2.“Review the attachments below”
3.“I've enclosed the [file name] below”
4.“Here are the documents we discussed earlier”
5.“Please find more information at the following website”
6.“I have attached a PDF file with all the information that you will need”
• The attached file contains...
• I’ve attached…
• Please find [file] attached.
Unpleasant news

1."I'm afraid I'm unable to… "

2."Due to unforeseen circumstances… "
3."Unfortunately, it goes against policy to… "
4."Despite my best efforts, I was unable to… "
5."Unfortunately, I regret to inform you… "
6."Regretfully, I was unable to...
..
• Unfortunately, we cannot/we are unable to ...
• I'm afraid it will not be possible to...
• Unfortunately, I have to tell you that...
• I'm afraid that we can't...
• We regret to inform you that...
• I regret to inform you that (due to...) ...
• After careful consideration, we have decided (not) to ...
• It's against company policy to...
• Despite my best efforts, ...
• I'm afraid I won't be able to...
• I'm sorry to tell you that...
Closing an email

• Looking forward to hearing from you soon.

• I look forward to hearing from you soon.
• Please let me know if this works/if you are available/if that sounds
good/if you can/if you can help/if you need to reschedule...
• I look forward to seeing/meeting you.
• Any feedback you can give me on this would be greatly/highly/much
appreciated.
• If you could have it ready by tomorrow/the end of next week, I would
really appreciate it.
• I would appreciate your help in this matter.
Samples
Forwarded message
From: [email protected]
To: [email protected]
Date: Wed, Apr 19, 2023, 3:42 AM
Subject: Leadership Training Starting this Saturday

Hi everyone,
I hope this email finds you well. As a fellow educator, I know the importance of staying up-
to-date with the latest teaching practices and techniques to create an engaging and
inspiring learning environment for our students. That is why I am excited to invite you to a
training program that is aimed at providing teachers with new teaching strategies and
insights to improve their instructional effectiveness.
The program is entitled “Climb your Everest” and will take place on Saturday morning/
night from 8 to 9:30 on Zoom. This training program will be conducted by highly
experienced and qualified instructors who have years of experience in the field of
education. They will be sharing the latest research and trends in teaching methods and
practices, as well as practical tips and tools to help you create a more engaging and
interactive classroom environment.
Furthermore, the program will cover topics such as:
• Developing critical thinking skills in students
• Incorporating technology into classroom instruction
• Enhancing creativity and innovation in the classroom
• Creating a positive classroom culture
• Implementing effective assessment strategies
Participating in this training program will not only help you improve your teaching skills but also
provide an opportunity to network with other educators, exchange ideas, and gain inspiration from
their experiences.
Please confirm your attendance by Thursday by replying to this email. Also, feel free to invite any
other colleagues who might be interested in participating in this program.
Thank you for your dedication to the education profession, and I look forward to seeing you at the
training.
Best regards,
Dr. Sara Safari
Author, Speaker, Coach
Some important things to pay attention
A. Format
B. Tone
C. Netiquette
D. Language
E. Managing your email account
A. Format
• Avoid long and complex emails
• Keep your emails well-organized with clear sections (like
introduction, body, conclusion).
• Use bullet points or numbered lists for clarity if needed.
• Ensure the layout is easy to read with appropriate spacing and font
size.
B. Tone
• Generally, less formal than standard letters
• Business emails need to be formal
• Maintain a professional tone.
• Be polite and respectful, avoiding offensive language or tones.
• Adapt your tone based on the recipient and the context of the email.
C. Netiquette
Netiquette, short for "Internet etiquette," refers to the code of behavior
governing proper online communication. Here are some additional points on
netiquette:
• Make the message easy and understandable
• Use decent language
• Do not spam (unsolicited mail)
• Be Respectful in Discussions:
• Avoid overuse of emoticons, slangs and abbreviations
• Respect the privacy of others
• Use Proper Salutations and Closings
• Review Before Sending
D. Language
• Use clear and concise language, avoiding jargon or overly complex
terms when unnecessary.
• Proofread your emails for grammar, spelling, and punctuation errors
before sending.
• Be mindful of cultural differences if communicating with people from
diverse backgrounds.
E. Managing your email account
• Don’t keep messages pile up in your inbox
• Be careful about what to write in email
• Keep up-to-date on email features
• Regularly check your email for new messages and respond promptly.
• Organize your inbox with folders or labels to keep track of important
emails.
• Use filters or rules to automatically sort incoming emails based on
criteria like sender or subject.
Before we end….
Kim Jong Un decided to send Donald Trump a letter to let
him know he was still alive.
Trump opened the letter which appeared to contain a single line coded
message:
0773H
Trump was baffled, so he emailed it to his aids, who had no clues either,
so they sent it to police.
As they couldn’t solve it, the email was sent to MSS (Ministry of State
Security) in China for help.
Within the few seconds MSS replied:
“Tell the president that he’s holding the message upside down.”
 2.2 Letters

• Letters are written, typed, or printed brief messages sent in an

envelope by post or messenger usually to recipients outside an
organization.
• More formal than memos
• Dominant form of formal messages in organization
Business letters
2.2.2 Types of Letters
Sales Letters
Acknowledgement Letters
Resignation Letters

. Apology Letters
Recommendation Letters

Types
Appreciation letters
Payment Request Letters

Circular Letters
of Order Letters
Letters
Complaint Letters
Enquiry Letters

Confirmation Letters Cover Letters

 [Organization logo/ letter head]

[Your name]
[Address]
[City, POBox (If you have.]
Head
Elements [Today’s date]
of a letter
[Name of recipient]
[Title]
[Company]
[Address]
[City, POBox]

[Subject]
 [Short introduction paragraph, stating purpose]
[Additional information]
[Closing information, summary or thank you as appropriate]

Elements
Sincerely,
of a letter-
Body Sign for the letters sent by mail or fax)
[Your name]
[Title – if applicable]
Enclosures:
CC:
Tail
Samples
.

Complaint Letter
 Claim Letter for Damaged Goods/ complaint
Rajkumar Sharma
Maharajgunj, Kathmandu
September 17, 20..

Mr. S.K. Pandey

Executive Manager/ Sales Manager/ Marketing Manager,
ABC Suppliers & Co.
New Baneswor, Kathmandu

Subject: Complaint Letter to Supplier for Damaged Goods.

Dear Mr. Pandey,

…………….
 .
I ordered furniture for kitchen from your company via internet on…….. and my order
number was 56b000. I received the furniture sets last night. I checked the entire sets and
found that two tables and three chairs were broken and their surfaces were terribly
scratched.
I had paid the cash via bank card but now I think I have not been served well. I am
sending the broken and scratched furniture back to you with this letter. Please refund my
money and there is also no need to send those furniture sets as I have bought them from
local supplier herein.
Thank you for the time you have given to consider this letter. Please feel free to contact
me on my number 9841500000 or you can email me on [email protected].

Yours sincerely,
Rajkumar Sharma
 .

Sample : Claim Letter (Warranty Letter)

Lalitpur Municipality-14
Bagdol, Lalitpurm Nepal
September 11, 20..

The Manager
The Claim Department
Dynamic Infotech,
Putalisadak, Kathmandu

Subject – Warranty Letter / repair of laptop

Dear Mr. Gupta,

……………….
 .
I am writing this letter to you with regards to the repair of my laptop. The
laptop is in the warranty period and hence I am requesting you to repair the
same. There are many issues with the laptop. It reboots automatically, the
mouse is inactive and the booting process is also very slow.
I have purchased the said laptop from your outlet on February 14, 2017, the
order number being 007421. The warranty period is one year and hence you
are requested to do the needful at the earliest. An earlier response is highly
appreciated.
Looking forward for a positive reply from your side.

Yours sincerely
Dhruba Pun
A Letter Requesting a Refund for a Faulty Item
John Maharjan
LMC-10, Nakhhu
Telephone: 5555543
Email: [email protected]
30 June 20..

Deepak Sapkota
General Service Manager
Excel Electrical Goods
Putalisadk, Kathmandu

Subject: Faulty Speedy Coffee Machine

 .

Dear Mr. Sapkota,

On May 31, 2017, I purchased a speedy coffee machine from your store for Rs. 13,000 with serial number
2900555. The machine was advertised as being 'on sale'. Please find copies of my receipt and the warranty
attached.
I used the machine for two weeks with no problems. On June 15, 2017 the machine stopped working. I
checked the user manual and followed all the steps listed in the trouble-shooting guide, but nothing helped.
The machine appears to be faulty and is now unfit for its purpose-that is, it no longer makes coffee.
I returned to your store with the machine on 17 June 2017 and asked your sales representative, if he could
repair the machine, or replace it with a new item.
He inspected the machine and found it was irreparable. As it was a discontinued model and your store no
longer had any in stock. I wanted the coffee machine replaced with a machine of equal value, or my money
refunded. Your sales representative advised that he could not offer me anything, as the coffee machine was
on sale and your store does not offer refunds on sale items.
 .
I am within my rights to request a refund for a faulty product. I would like to return the
coffee machine to your store for a full refund of the purchase price. I would appreciate
this matter being resolved within the next 10 business days.
If I do not hear from you within 10 business days, I will forward my complaint to
Consumer Affairs Center for further advice.
Please contact me by telephone or email( details provided above) at any time to discuss
this letter.

Your sincerely,
John Maharjan
.

Inquiry Letter
 ..

A letter to the owner of a hotel requesting a family reservation for your holiday

Bhakatpur Municipality-18
Suryabinayak, Nepal
April 10, 20..

The Manager
The Crown Hotel
KMC-20,Darbarmarg
Kathmandu,Nepal

Subject: Reservation of a room

Dear sir,
……….
.
We would like to stay a week at your hotel form 12-22 April, and would
appreciate information about your prices for one double room for my
husband and myself, and rooms for our three children,(two boys aged 8 and
10 and girl aged 15,).
Could you please also send us detail of what you provide; for example do
you have a car park, are there facilities for children, and what will be the
approximate price of accommodation for one week?
With many thanks, I look forward to hearing from you soon.

Yours faithfully,
Sanaya Gurung
 REPLY
The Crown Hotel KMC-20, Darbarmarg
Kathmandu, Nepal
Ph.: 00977-4657459
Fax.:4-567-435
www.thcrownhotel.com
April 12, 20..

Dear Madam,

……………
 .

We would enjoy making a reservation of rooms in our hotel for your holiday. From 15
to 22 April, we can comfortably provide you rooms of your choice.
Regarding the facilities which you have mentioned in your letter, we have got a
spacious parking area and a beautiful playground for the children under tight security.
They can enjoy different games, swings etc.
As you are going to use double room and other rooms for the children for a week, the
cost will be approximately Rs. 12000 including lunch and dinner.
Please call me at 555-3288 to let me know how we might serve you for your holiday
refreshment.

Yours sincerely,
Sanjay Singh
Manager, TCH
 Job inquiry
KMC-12
Subidhanagar, Kathmandu
Auguest 24, 2017
The Human Resource Manager
Global Accommodation Services
Thapatahli, Kathmandu, Nepal

Dear Mr. Shrestha

I am writing to express my interest in acquiring a position of Senior Communication Officer at

Global Accommodation Services. I am very familiar with the company's excellent reputation for
supplying high quality consultation services to the hotel and special event management industries. I
had the pleasure of speaking with Mr. Deepak Chaudhary, the head of marketing at your company,
and he suggested that I contact you about possible job openings in your sales division. I am currently
seeking a position where I can utilize my superior sales abilities for the benefit of a company.
 ..
My experience encompasses 5 years in the entertainment and promotion industry with my
communication skills. I possess excellent persuasive communication skills and I am able to
communication skills. I possess excellent persuasive communication skills and I am able to
communicate with people at all job levels. I am experienced in both national and international
customer presentations and negotiations. I hold a master's degree in certifications for
Intercultural Communication and persuasive Communication. I am extremely detail orientated,
highly motivated and my work ethic is second to none.
I would very much appreciate it if you could arrange an interview, in which I can discuss my
application with you in further details, at your earliest convenience. I can be reached at
[email protected] or by phone at 00977-54567876.
I am enclosing a copy of my resume for your consideration. I look forward to meeting you soon.

Your sincerely,
Ms. Ajita Sthapit

Enclosure : resume
 Reply to an inquiry for sports goods
SWASTIK SPORTS CHANDIGARH
25Th July, 2018
To The Manager Karnavati Club Ahemedabad.

Sub. : Letter of reply to your inquiry for sports goods.

Dear sir,
Thank you for your inquiry of 20th July, 2018. we are glad to enclose the latest price list of our sports
goods. Our normal trade discount is 15% and 5% extra for bulk orders exceeding Rs 60,000.
If you need any further details or assistance in meeting your special requirements, kindly feel free to
write to us.
Yours sincerely,
P.K.Singh Manager
Encl. : price list
 Reply to the inquiry for construction fittings
THE MADRAS STEEL CO. LTD. Madras
25th July,2018
To The Manager
Motawala constructions Mumbai

Sub. : Reply to the enquiry for construction fittings.

Dear sir,
We thank you for your inquiry of 20th July, 2018 and are glad to know that you are impressed by our
advertisements in the ‘Times of India'. You will be happy to know that our construction fittings are
approved by ISI. Using our fittings will give you the satisfaction with maximum worth of your
money. The enclosed catalogue will give you details of screws, plates, brackets etc. you will get a
special trade discount of 5% on all orders and an additional 5% on all orders exceeding Rs.
20,000.We are opening a branch in Mumbai for convenience of our customers in Maharastra. We
assure you of our immediate attention to your orders.
Yours sincerely,
Suresh Rahi (Sales Manager)
..

Order Letter
 Order letter sample
From,
_____________
_____________
Date (date on which letter is written)

To,
________________
________________
Sub:_________________________________________
Dear _________________,
 .
With regard to an enquiry we made on date ____________ about____________, we wish to place an order
for ____________. We have heard about the standards and the quality of ___________ manufactured by
your company. We have made a decision to purchase
____________ pieces of your products. Kindly find the specifications of this order below.
Item Color Quantity Amount
_____ _______ ______ _______
Kindly also find the enclosed terms and conditions for the order for your reference. Here is a check of
____________ dollars advance payment and the other amount will be settled on delivery. Kindly make
arrangements for these goods to be delivered to our office address ____________ not later than
____________. Kindly contact us on ____________ if there is any other information needed or you have
questions. Please treat this order with urgency and deliver the goods at your earliest since they are needed
ASAP. It is a pleasure to do business with an esteemed company such as yours and we hope to continue
working together in the future.

Thank you in advance.

Your Faithfully,
__________
(__________________)
b. Apology Letters
• Written to say “sorry” for the mistakes made
• Written to a customer who may have had a bad experience with a
product or service, or may have received a faulty or broken product
• To “save face”
• Never appear too defensive
• You accept responsibility for the mistakes
• Reflect your honesty and sincerity
• Give the context of the mistake; explain what happened rather than
simply saying you are sorry
Dear Mr Sthapit,

We are sorry to learn that a vendor sold you an expired bottle of our soft drink and that it
contained a hairy, inedible substance.
We would like you to know that we adhere by high quality standards of all our products and we
take such incidents very seriously. Our quality team has found that the juice in that bottle came
from the vendor’s floor stock and had indeed expired a years ago, and it contained some fungus.
We accept responsibility for the mistake.
We would like to inform you that we have a no-charge return policy for all unsold or expired
items and we are once again alerting all the vendors for any possible mix-ups. I assure you we
are taking the necessary steps to prevent such things from happening in the future. Thank you
for bringing this matter to our attention.
We value our customers and always welcome your feedback about the services. If you have any
further questions or concerns, please contact our customer service department directly.
Thank you for your invaluable support.
Yours sincerely
Rajnish Sharma
c. Appreciation Letters
• To thank someone for a job well done
• Written by senior staff to junior staff for a job well done, to recognize
someone with an award or bonus
• Give the recipient something to add to his career portfolio and
demonstrate that he has exceeded expectations in the workplace
• Warm and positive letters
Dear Ravi jee,

I am writing this letter to inform you that you have been selected as the sales staff of
the month! We are very proud to present to you a plaque and bonus as token of our
appreciation for your exemplary work.
I also want to extend my personal congratulations. It was all because of your positive
outlook and tireless efforts that our sales figures continued to soar even amid the
recent economic slump. You were fully committed not just during the weekdays but
also through the weekends. You have inspired others to believe that hard work pays.
You are truly a pride of our company. I would like to once again appreciate all your
contributions during these difficult times.

Yours truly,

D. N. Tripathhi
d. Circular Letters
• Circulated among several people at the same time
• Companies use circulars to:
- offer products and services for sale
- convey information about new facilities
- notify about some development within the organization
• Effective to reach out to customers and potential customers
• Tools of publicity or advertisements
• As many people don’t like to read circulars, be selective and creative
e. Complaint Letters
• Related with problems related to business products, services and
transactions
• Specific and offer al the facts related to an issue
• Avoid emotions
• Body explains the significance of the problem and how it affects the
client.
• Specifies what outcome the client wants
• Offers practical suggestions and ends positively and courteously
Dear Mr Bhattarai,

Last Friday, I bought a Galaxy Alpha smartphone at your store. Unfortunately, your
product has a number of effects. Its serial number is scratched beyond recognition, and
it has a dent on the cover. Moreover, for some reason, the battery does not charge. The
product comes with a one-year warranty, and I was thinking that I could get a
replacement. I called your office several times and today, but nobody picked up the
phone.
I am leaving Kathmandu next week on a month-long trip to Doti and I need a
smartphone urgently. This issue has to be resolved as soon as possible.
I look forward to your prompt reply and a resolution to my problem. I can wait until
Monday before I leave, and before this issue can be resolved. Please call me
immediately at 9848****** and let me know.
Thank you for your attention.

Sincerely,
• Respond promptly
• Contact the customer immediately after investigating the problem
• Your task is to stop an irritated customer from turning away from your
business
• Apologize if there is an error on your part
• If not legitimate, you should explain it clearly how so
Dear Mr Dangol,

Thank you for your email letter you wrote yesterday. In the letter, you have
mentioned buying a defective Galaxy Alpha smartphone from our New Road store.
I am sorry to say that nobody picked up the phone to talk to you. In fact, our store
at New Road has remained closed since Saturday because, even as we speak, we
are in the process of moving to a new location at Putalisadak.
I am glad you wrote me an email to notify about the problem. As it happens, some
products come with manufacturing defects, but we haven’t had any reports of
defects in months.
Please do not worry; the problem can be resolved in no time. Please call me at
9841###### for directions to our new store. I will personally help you with the
replacement.
I thank you for doing business with us.
Sincerely yours,
Pramod Bhattarai
f. Confirmation letters
• Follow up on a conversation that was held earlier
• A written statement of what was agreed
• To avoid any misunderstanding that may arise later
• Short and end with a positive, optimistic note.
• Emails are used to transmit confirmation letters.
• Phrases used:
I am writing to confirm
I would like to confirm what we discussed yesterday
 .
Dear Diwakar jee,
Following our conversation this morning about the partnership in our joint
cardamom venture to be launched next month, I checked with our database
people about our client base abroad. I am writing to confirm that, indeed, we do
have a comprehensive list of contact addresses for potential clients in Europe
and North America.
Since it looks like I will be flying out next week only, I also confirm my
participation in our next meeting tomorrow to review our business strategies.
I am sure we have made the right decision and that the prospects for our
business look bright.

Your sincerely,

Devendra
g. Cover letters
• Brief messages explaining what has been enclosed or attached with a
mail
• Attachments are some form of documents, such as resumes or
brochures
 .
Dear sir or madam,

Please find enclosed a copy of my resume in support of my application for the

post of Communication Assistant at your organization.
I believe that my qualifications, and particularly my experience in technical
communication, match your needs.
I hope that you will find my background and details of interest and invite me to
the job interview.
I look forward to hearing from you sometime in the future.
Yours faithfully,

Tika Ram Bangdel

h. Enquiry Letters
• To find out about something specific/important for the sender
• Like – supply of particular goods or services
• Briefly and clearly state the details
• Phrases used:
I am writing to inquire about…
I would like to know…
Could you please send me….
Dear sir or madam,

Recently, I watched an advertisement on your institute’s summer school programme designed

to enhance young people’s interpersonal and leadership skills. I also learned from the ad that
you offer similar customized courses to private companies and academic organizations.
Our college often hosts external trainers during summer with the objective to enrich our
students’ emotional skills. In particular, your training approach emphasizing application and
demonstration would be very useful to our students.
I would like to enquire if it is possible for you to offer a customized weeklong course for young
learners at our college. I would also appreciate if you could send me additional information on
your teaching staff and the estimated costs for your sessions.

Your sincerely,

Nilima Magar
Principal
i. Order Letters
• To order goods and services
• Mention precise and accurate names of the products and their
specific details
•
Dear Mr. Dahal,
Browsing through your catalogue, we are interested in buying a number of handicraft items for our newly
refurbished office. We are also glad that you have an overnight office delivery system.

We would like to order the following items:

Changresi Mandala (Code: NT-3) @ Rs. 3,500.00
Healing Chakra Meditation (Code: HCM19) @ Rs. 2,200.00
Wooden Tea Table (Code: WTT 14) @ Rs. 1,600.00
Wooden Box Set (Code: BBS 34) @ Rs. 6,100.00
Buddha Stone tatue (Code: BSS 45) @ Rs. 2,400.00
Total Rs. 15,800.00
Payment will be made in cash or check upon delivery of the items. If there are additional charges, please let us
know.
We are looking forward to receiving these as soon as possible to our Anamnagar, Kathmandu branch office.

Sincerely yours,

Atindra Sijapati
j. Payment Request Letters
• Customers may have payments that are past due
• They have to be reminded that they should pay the dues by certain
specific date
• Gently mention the consequences if they do not pay in the given time
• Phrases used:
Could you possibly…
I would be grateful if you could…..
Please send payment as soon as possible.
 .

Dear Mr. Raj Bhandari,

Account No. 8651/2071

Our record shows that you have an outstanding balance of Rs. 1,82.00 for the Cable Internet
Premium service from the month of Mangsir. Please find a copy of the invoice enclosed.
If this amount has already been paid, please disregard this notice. Otherwise, please forward
us the amount owned in full by 15 Magh, 2076. please note that in accordance with our
service terms, you will be charged 5% interest for any outstanding balances after 30 days.
Thank you for your cooperation. We hope to continue doing business with you in the future.

Sincerely,

Sanjay Mahat
Accountant
k. Recommendation Letters
• To recommend someone for a job or position
• By senior staff
• May also be written by teachers, professors and work supervisors to
recommend a candidate for further study or for any other
opportunity such as fellowships, training and exchange or visit
programs.
• Contain the candidate’s personal attributes, performance,
experiences, competencies and professional promise
• Typically, include the heading “To Whom It May Concern”
 To Whom It May Concern

I am very happy to write this recommendation letter for Srijana Tamang. She has
been working as a salesperson under my supervision here at Shikhar Electronics
Pvt. Ltd. since the past six month. She is one of the brightest and the most
resourceful interns that we have ever had. She demonstrates strong interpersonal
and team skills and she is always passionate about her assigned tasks. I would
recommend to any company.
Srijana began to work with us as an intern, but by her work behaviours and
activities, she was more like a full-time employee from the first day she joined . She
connects naturally with staff members, clients and others. Her skills in persuasion
and interpersonal communication helped us to win many new customers, and
some significant contracts. She was given the post of a full-time salesperson a
month ago precisely because of these skills and for her professional promise. She
was also recognized with the Employee of the Month award this month and she
was about to be promoted to the post of Assistant Sales Manager.
Cont…
It is our loss that she is leaving us to go abroad for her higher studies. I
wish her all the best in her future career.
I believe that Srijana will be an excellent sales officer in any company. If
you have any queries regarding her work with us, please contact me at
89XXXXXXXX. I will be happy to answer any questions you have.

Sincerely,

Ram Ghimire
Head Sales Manager
Kathmandu Chocolate Factory
.

KMC-12, Darbarmarg
Telephone (00977) 453672
August 12, 2017

Ms. Simron Chaudhary

CEO, Nepal Investment Company
New Baneswor. Kathmandu
Subject: Recommendation Letter
Dear Ms. Chaudhary,
I am pleased to recommend Ms. Tina Malik as a candidate for employment. She was employed by Kathmandu chocolate factory as a communication
officer from 2010-2015. She was responsible for office support including word processing, scheduling appointments and creating brochures,
newsletters, and other office literature.
She has excellent communication skills. In addition, she is extremely organized, reliable and computer literate. As far as I know, she can work
independently and is able to follow through to ensure that the job gets done. She is flexible and willing to work on any project that is assigned to her.
She is quick to volunteer to assist in other areas of company operations as well.
I can assure you that she would be a tremendous asset for your company and has my highest recommendation. If you have any further questions with
regard to her backgrounds or qualifications, please do not hesitate to call me.

Your sincerely,
John Maharjan
Director, KCF
l. Resignation Letters
• Write while quitting/resigning from a post
• Shortest letter
• It is simple, clear, and includes the date of when one is leaving
• Avoid criticizing
• Thank the firm for the opportunities
 Resignation

Bhimdatt Municipatity- 18
Kanchanpur, Nepal
May 8, 2018

The Human Resource Manager

The Food and Agriculture Organization (UNO)
Kathmandu, Nepal
Subject: Resignation
Dear Sir,
I am writing to you today to officially tender my resignation from this esteemed organization to be
effective from May 9, 2018.
I never thought I would ever leave such a great organization , but when the opportunity arose to
work in the USAID, which as you know has always been a lifelong dream for me; I simply had to take
advantage of it.
 .
I cannot say enough wonderful things about the place I worked, about all the people I've
come to meet in my years of service , and especially about you and all the others of the
department. Your leadership has taken us all to new levels, and I have appreciated all your
personal and professional advice over the years. It is my hope that we will stay in touch even
in future.
Thanks again for everything. I am always obliged to you.

Yours' faithfully,

………………
………………
m. Sales Letters
• Direct order letters
• Contain details about certain products or service
• Personalized letters targeted to select prospective customers
• To influence customers
• Disadvantage: people hardly show interest in reading them
• Phrases used:
I am writing to tell you about…
Our new product is coming next month….
this product is designed to help you….
 .
Dear sir,
I thought you might like to know some reasons why you are not getting enough Social
Media and Organic search engine traffic for yourwebsite.com.
Your website is not ranking top in Google organic searches for many competitive
keyword phrases.
Your company is not doing well in most of the Social Media Websites.
Your website is not user friendly on mobile devices.
There are many additional improvements that could be made to your website, and if
you would like to learn about them, and are curious to know what our working
together would involve, then I would be glad to provide you with a detailed analysis in
the form of a WEBSITE AUDIT REPORT for FREE.
Our clients consistently tell us that their customers find them because they are at the
top of the Google search rankings. Being at the top left of Google (#1-#3 organic
positions) is the best thing you can do for your company’s website traffic and online
reputation. You will be happy to know that, my team is willing to guarantee you 1st page
Google ranking for most of your targeted keyword phrases in our six month on-going
campaign.
Cont..

Sounds interesting? Feel free to email us or alternatively you can

provide me with your phone number and the best time to call you. I am
also available to meet you in person and present you this website audit
report.

Best regards,

Ray Josh
XYZ
.